Shellpoint Partners, LLC

2019-08-09

MN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I recently had a loan transfer from XXXX XXXX XXXX to Shellpoint Mortgage ( New Rez ) effective XX/XX/2019. I had automatic payments setup through XXXX and when the loan had transferred I followed the instructions given by Shellpoint and setup an online account with banking info to setup automatic payments. Unfortunately on XX/XX/2019 there was a withdraw for my mortgage of {$2900.00} taken from the account I setup for Shellpoint online and taken from the account that was previously setup for my XXXX by Shellpoint. In short I made a double payment and one of the payments I never authorized Shellpoint to withdraw from my XXXX checking account. Since the double payment was taken I've made at least a dozen phone calls to Shellpoint for a refund and in the beginning was told to email my info over for both accounts to verify there was a double payment and we will issue an immediate refund. I still haven't received a refund and last Thursday XXXX I was told it would take 2-3 weeks but a supervisor will call me back in 24-48 hrs. I missed a call today from a supervisor only to get there generic 1-800 call back number and when I call they have no answers and a supervisor will have to call you back.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-08-08

Brooklyn, NY

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-08-08

Chestnut, NJ

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-07

NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: To my dismay, underwriting keeps requesting business returns to verify income however, since the borrower is 100 % owner the business, income is reported on Schedule C of the personal tax returns. Underwriting refused to further review the account without business returns or they will not include any income in their calculations.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-07

MD

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I have been working with NewRez for a while. They hold my current mortgage and, after negotiating, I was able to get them to agree to be competitive with other rates I was receiving. They started talking to me about the loan and I was very happy as it was going to save me 200-250/month and add very little to the loan. Eventually they were sending me LE and they were wildly inaccurate. They told me I simply needed to sign one and that they would get the correct numbers to me later. So I did. It took about 3 weeks for them to get me correct numbers and then they asked me to re-sign the original, incorrect LE. They said it was a technical glitch on their end. Then they started asking me for documents. I submitted all docs onXX/XX/XXXX and, somehow, they all disappeared and I was asked to resubmit those same documents again, sometimes 3 times. Lately the rates have been falling and I asked my mortgage lender about what he had told me on XX/XX/XXXX that if the rates begin to fluctuate downward, then they would move the rates downward as well. I asked a friend of mine to call NewRez as a potential customer. With a worse credit score and similar loan amount, he was quoted a quarter point lower than I was. When I asked this of XXXX XXXX, I was told that I was locked in and they could do nothing, even though that is not what he said on XX/XX/XXXXto me. My concern is : 1 ) I am being scammed. 2 ) They continue to lose my documents that have my personal and security information on them. I am worried that I will be a victim of identity theft. Overall, if this loan ever does come through then I will save 200-250/month. But unfortunately I feel this company is scamming me by lying about the lack of floating lock and losing all of my personal documents. I was also told that I would not have to pay both XX/XX/XXXX and September mortgage payment as the loan would be in place. So far I have paid XX/XX/XXXX and, if things don't move quickly, will be paying XX/XX/XXXX. Unfortunately, since they continue to lose my documents, it is slowing the process. Finally, I was told I would not receive my leftover escrow back but that they would lower the loan with it. That is not on any documents that I ever received, even though I have asked them multiple times for it.
Company Response: Closed with explanation

Timely Response

2019-08-06

Norfolk, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-06

Boca Raton, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Untimely Response

2019-08-06

Oxford, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for a modification and received a letter of approval from Shellpoint mtg dated XX/XX/19 stating 3 trial payments in XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX. This is our second home - my husband begins cutting the grass bi- weekly in Late XX/XX/XXXX- he had a serious XXXX XXXX and was not able to do the maintainance for a couple of months - we returned from Vacation to our home after the XX/XX/XXXXand found that someone had changed our locks, emptied our refrigerator and winterized our toilets and sinks - found a sign in sheet dated XX/XX/2019, a vacancy certification and a management co stating g that if this home is not vacant please call - I called the contractor who immediately helped me, the mgmt co told me that Shellpoint had hired them - I sent a demand letter to Shellpoint stating their illegal use of duel tracking according to the regulation x law - my contact immediately told me the lockbox code to obtain my new keys as my own locks had been changed!! I have talked to legal counsel and have all documentation and papers left in my home - my home clearly could never be considered vacant with family photos and furnishings etc. I felt violated that the mortgage company did this with no consideration to even call me prior to their actions - Today o received a letter from my insurance dated XX/XX/2019 that a claim had been filed for some water damage on the deck/ siding - the letter states date of loss as XX/XX/2019 - I did not file this claim as we are aware of this due to extreme amounts of rain and are planning for repairs. - the adjustor stayed that he couldn t talk to me, that he was talking to the foreclosure Dept - I have sent an email to him for any notice or claim in writing from any other party other than me as I obtained the ins. I have spoken to counsel in regard to all of these unethical and illegal aggressive actions taken by Shellpoint mortgage co - No one should ever experience this!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-06

VA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: I was closing on a refinance Va Loan on XX/XX/2019. The terms were that we can skip XX/XX/XXXX and XX/XX/XXXX payments. Mortgage co., XXXX XXXX XXXX screwed up the closing and did not disclose to us to pay XX/XX/XXXX payment. We moved with the closing into XX/XX/XXXX, funding was not paid to NewRez mortgage. On XX/XX/2019, we were instructed to pay XX/XX/XXXX payment and the new terms were skip XX/XX/XXXX and XX/XX/XXXX payments. Even though NewRez mortgage received their money, they went to as far to report us 30 days late for XX/XX/XXXX payment. I in-turn called XXXX XXXX XXXX to report the problem. As of today neither XXXX XXXX XXXX or NewRez mortgage corrected XX/XX/XXXX 's late payment. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-06

Miami, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-05

MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Closed a Mortgage with New Rez financial on XX/XX/XXXX. New Rez was in possession {$2300.00} and XXXX for the purposes of Escrow while the Mortgage was still active. Since we closed the loan on XX/XX/XXXX New Rez has repeatedly failed to return the Escrow amount to us. They have not sent a check or done a direct deposit despite weeks of daily follow ups with support staff and managers. They have repeatedly told us they would mail a check or issue a direct deposit but we have not received any money. This is along with repeated instance of being told they will " call us back '' and never doing so and managers who provide us with direct line phone # 's that do not work.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-08-05

Murrieta, CA

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-08-05

Orion Twp, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am afraid of living in my home due to Shellpoint Mortgage 's practice. Although. I had a repayment plan in process, Shellpoint sent a third party that illegally entered my home. I thought I was going to be XXXX. Police were called. I have been in XXXX, on XXXX dealing with this XXXX with occured XX/XX/2018. I am current on my mortgage but do not feel safe here. This has affected my physical and mentally health to a degree that is interfering with my quality of life and the right to feel safe in my own home.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-05

Eldersburg, MD

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-08-04

HI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I tried to do a shortsale, I had a buyer and realtor in place to do the short sale. It was with Shellpoint, Mortgage Servicing, it dragged on for years and its still dragging on. The last issue what stopped it all was that Shellpoint and XXXX ( XXXX XXXX XXXX XXXX ) can not decide who is in first position on the mortgage. Please assist if all possible or if you can not please let me know ASAP, thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-04

HI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: A home was built on the wrong property/lot. I have notified the mortgage company many times but it seems like I'm being ignored. I have already sold the property that the mortgage company thinks the home is on, but as mentioned above it is not on the property as mentioned above. Address : XXXX XXXX XXXX, XXXX, Hawaii Auctioned on XXXX for {$7000.00} to XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-02

Greenwood, CA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: We have been making mortgage payments to Shellpoint Mortgage since about XX/XX/XXXX with no problems. Then last year in XXXX ( fall ) we received notification XXXX XXXX XXXX was taking the loan over. At this time, XXXX XXXX XXXX attached our discharged mortgage to our credit. We completed our complaint with the credit bureaus. Our Mortgage originally with XXXX, taken over by XXXX XXXX XXXX during the " take over '' was discharged in XXXX through bankruptcy court ( see attached ). Meanwhile XXXX XXXX XXXX failed to pay our property taxes and property insurance. So we made the payments. Normally this is done through our escrow. Shellpoint took the loan back from the lender in XX/XX/XXXX. We made our mortgage payments minus escrow since we paid it already, and were not refunded by XXXX XXXX XXXX. When Shellpoint took the loan back we told them what happened with XXXX XXXX XXXX. When shellpoint took the loan back they also attached the loan to our credit and again we fought to have it removed. We have continuously made our payments minus the escrow. Shellpoint is now filing for foreclosure. We have dealt with customer service, their Escalation department, left voicemails, were told we would get a call back, but have never received any calls. Only documents in the mail letting us know what our payment is. Information we already know. we have completely gone in circles with zero assistance. We filled a complaint with the XXXX and got no where. Why would or should we make a double payment because the lender doesn't communicate with the servicer? Since our loan is discharged we have had nothing but issues! It's been a terrible mess. We were also told that our loan with XXXX was a fraudulent loan. We don't know what else to say other than these two entities are committing fraud. The money we have sent them has not been applied nor does it show on our statements. During this time we also completed a Prop 8 through the county to accurately have our home assessed for property value. This changed the property tax payment amount. Shellpoint and XXXX XXXX XXXX continued to increase our monthly payments to include an inaccurate escrow amount. They also were adding an excess of over {$3000.00} in escrow for an undisclosed reason. They have not responded as to why they needed to collect an excessive amount in comparison to taxes amount and insurance owed. At this time we are no longer going to send them any money since we don't know where our payments are going. Until we can get this resolved. We also have a re-conveyance for our property and are attaching this as well including the grant deed. Shellpoint Mortgage Account # XXXX ( before XXXX XXXX XXXX took the loan in XXXX ) we had no issues until XXXX XXXX XXXX came into the picture!! XXXX XXXX XXXX Account # XXXX XXXX and XX/XX/XXXX payments attached. Shellpoint Mortgage Account # XXXX XXXX XX/XX/XXXX after XXXX XXXX XXXX let them service the loan again since we got the debt removed from our credit )
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-01

Lenexa, KS

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-31

MA

Communication tactics

Debt collection: I do not know

You told them to stop contacting you, but they keep trying
Complaint: Despite me calling them back and requesting my number be removed, they have not. THIS ISN'T EVEN FOR ME. It's for some XXXX lady. I even told them that there's no way they'd be calling for me- I HAVE NO DEBT. They call every single day, sometimes repeatedly. If the number is blocked by XXXX they use a different number! STOP CALLING ME! I'M NOT XXXX!
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-07-31

Rocky Ridge, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We still do not have a resolution from the lender and they reordered the appraisal because they made a mistake on the previous one. Also, to add, it is very hard to get a representative on the line, usually the call drops, the Point of Contact does not respond to my emails, and most of the time the Point of Contact is unavailable when I try to reach him via phone call. We are about to lose the buyer and we need to close this XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-31

Bakersfield, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-07-31

Ellicott, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-30

Ivor, VA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-30

Ft Myers, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Shellpoint mortgage servicing send me a certified letter yesterday XX/XX/XXXX and they did not address my concerns at all but a new amount again mow they claimed I owed them last month They are trying to get me into a loan modification why las time XXXX XXXX XXXX did they add {$110000.00} more to my mortgage loan well again I do not mine at all if they help me but my last complaint was about getting to know why im not into my loan modification the one on XX/XX/XXXX why??? This company is making me sick with all their lies and corruption again they send me a letter with my wife 's wrong name and a singed that was done here in florida the law she singed for the titile she was not in my loan her bankruptcy was in XX/XX/XXXX for a different reason and I got my loan modificacin on XX/XX/XXXX No prove of where is the shores or missing month they claimed I owed them last week I called their lost mitigation office and at first they did mot know anything and then they said was it was on XX/XX/XXXX I got a copy from my bank for those months and 6 months stating last month now they saying it is last mount
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-30

PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I experienced hail damage to my home during a catastrophic event on XX/XX/XXXX. I filed a claim with my insurance company and they promptly sent out an adjuster to examine the damages. A settlement check in the amount of XXXX was sent to me to cover the cost of the damages. My mortgage company needed to endorse the check in order for repairs to begin. At this point I was informed that it would be a " monitored settlement '' and they would have complete control of all distribution of funds to all contractors. Furthermore, they are requiring six pieces of documentation from each contractor before they release any funds. They will only release 1/3 of the cost to any contractor to start the job and will not release any more until the job is complete and inspected by a company of their choosing. Furthermore they are going to charge me for the cost of inspection by adding it to my mortgage payment. I pay my insurance premium, I pay my mortgage yet they have total control of the repair funds and if I don't comply as they said " your home doesn't get repaired ''. I also try to work with very reputable but small businesses in my community who can not afford to wait to be paid for jobs done. Their procedures will cause them hardship and limit my ability to chose the best man for the job. It is worth noting that I did not pick this company to deal with. My mortgage was sold to them and I am thus compelled to work with them. The mortgage company is New Rez based in XXXX XXXX. Their process is too complex and restricts my rights as a consumer who has never missed a payment or shown any other signs of fiscal irresponsible behavior. I also feel that the unnecessary delay in the repair of my home may cause more damage and cause me more XXXX and XXXX.
Company Response: Closed with explanation

Timely Response